Jobs, fresher vacancy - Enterprise Customer Success Manager • UK

Company: Fastmarkets

UK

Job DescriptionFastmarkets are re-imagining how to better serve our customers and improve our customer offering to deliver high growth in the next few years. In doing so we are looking for a dynamic Enterprise Customer Success Manager to own a portfolio from our top 100 customers. You will work with a cross-commodity portfolio providing a first-class customer experience.We are looking for an individual who has a strong background in managing large client accounts and the ability to build long-term relationships with senior stakeholders, whilst providing outstanding client management. You will have a flexible mindset, innovative thinking and solid business acumen.Your strategic mindset will ensure you are proactively networking within your accounts to gather insights on how our data is used within their business. You will ensure that our clients have regular touchpoints where you present quarterly account reviews working closely with the Account Manager. Your commercial mindset will identify gaps in their solutions, you will pro-actively account plan with the Account Manager for a successful commercial output. Your passion for people and really building relationships will see you visiting your customers for face-to-face meetings.The Customer Success Manager will report directly into the Director Customer Success and will also be responsible for leading companywide initiatives as well as playing a significant role in coaching and developing more junior members of the team.PRINCIPLE ACCOUNTABILITIESBuild and maintain strong, long-term relationships with Fastmarkets' top 100 clients, acting as a trusted partner to understand their needs and align solutions that drive value.Have a commercial mindset to support the business growth working closely with the Account Manager to ensure that you identify opportunities to expand business through cross-selling and upselling Fastmarkets’ full range of solutions and capabilities.You will actively visit your customers to build relationships with key stakeholders to establish their goals for a successful partnershipAct as the trusted advisor for customers by understanding their markets and deliver knowledge and insights aligned to their visionBuild strong relationships to enable networking within the accounts. Successfully create workflows so we can understand how our pricing data is being used throughout their business Be prepared to hold in depth conversations regarding our pricing, data, methodologies – you should project confidence and credibility and succeed in forging a relationship of trust with your Customers. This will enable objection handling and help identify customer pain points.Ensure that kick-off meetings are scheduled with all parties’ responsible post renewalSet up internal steercos for account planning that includes (Ams, CSMs, Exec Sponsor) to ensure account goals are aligned ahead of engagement activitiesCollaboration with Account Managers to develop strategies and deliver quarterly account reviews.Each account will have an Executive Sponsor from Fastmarkets, you will actively ensure these meetings are happening across your accountsUse all data available to identify account risk then plan for mitigation with the Account Manager – you will be obsessive in understanding how to reduce churn within your portfolioActively identify gaps in a customer’s package, seek out upsell opportunities and identify new users. Support the Account Manager to close these opportunitiesMonitor usage stats and put in place improvement plans for accounts that are struggling to adoptListen to our customers’ feedback to identify new product ideas and functionality, work with the Product team to build their feature enhancements pipelineCollaborate with the customer support team to ensure technical issues are addressed within SLAs and on-going issues do not persistCreate customer onboarding and adoption plans with the appropriate teams to ensure users are trained across your accounts. Provide and deliver ad-hoc training where necessary with senior stakeholdersEnsure you are up to speed on all the latest releases and enhancements in our solutions and that you have effectively communicated these to your customers (providing training where necessary)It’s imperative that you build internal relationships from all departments (editorial, sales, product and marketing teams) to ensure an outstanding and streamlined customer experienceMaintain an exceptional level of customer satisfaction ratesProvide internal training to junior members of the teamWork with Product to pilot new products and to play a key role in their go-to-market strategySupport on amplifying the customer by identifying case studies seeing these through to completionWork with customer marketing to ensure we deliver campaigns to drive retention and customer advocacy.KEY INTERFACES Customer Adoption & Onboarding TeamSales TeamMarketing TeamProduct TeamEditorial TeamCustomer Support Team